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SAP Conversational AI

SAP Conversational AI


What is SAP Conversational AI?

SAP Conversational AI is a cloud-based enterprise level chatbot building platform.

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What is SAP Conversational AI?

SAP Conversational AI is a cloud-based enterprise level chatbot building platform.

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Product Details

What is SAP Conversational AI?

SAP Conversational AI combines a bot building platform and a digital assistant.

Bot Building Platform

SAP Conversational AI provides platform that allows for the building of end-to-end chatbots as well as the customization of a digital assistant. Through this platform, users can build or adapt chatbots in full SAP integration. The platform can also be used to create AI chatbots from scratch to automate customer support, IT service or buying journey.

Digital Assistant

SAP Conversational AI participates in the building of a simple and unified conversational interface for the entire SAP portfolio: the digital assistant. Any SAP product user can chat with this digital assistant to create a leave request, see the location of a far-away colleague or update the status of an employee after a promotion – all through one unified interface.

SAP Conversational AI Features

  • Supported: Ease-of-use
  • Supported: Proprietary natural language processing (NLP) technology
  • Supported: Support for multiple languages and voice activation
  • Supported: Full integration with SAP portfolio and non-SAP solutions
  • Supported: Leverage data analytics

SAP Conversational AI Screenshots

Screenshot of Transform your customer and employee experience with SAP Conversational AI, which combines a powerful bot building platform and a digital assistant nicknamed CoPilot.Screenshot of Bot Training – Plug human-like understanding in your chatbots.Screenshot of Bot Builder – Build adaptable conversational flows through a powerful and visual tool.Screenshot of SAP Conversational AI provides a powerful building platform that allows the building of end-to-end chatbots as well as the customization of your digital assistant.Screenshot of Leverage the power of our highly performing NLP technology capable of building human-like AI chatbots in any language.Screenshot of Understand how your chatbot is used and leverage that data to improve the performance of your dataset.Screenshot of Connect your chatbot to any communication channel or CRM through our standardized API.Screenshot of Simple, unified and efficient conversational interface for the entire SAP portfolio: the digital assistant.

SAP Conversational AI Competitors

SAP Conversational AI Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesGlobal
Supported LanguagesEnglish

Frequently Asked Questions

SAP Conversational AI is a cloud-based enterprise level chatbot building platform.

IBM watsonx Assistant, Heyday AI, and ORAI Robotics are common alternatives for SAP Conversational AI.

Reviewers rate Support Rating highest, with a score of 6.5.

The most common users of SAP Conversational AI are from Enterprises (1,001+ employees).
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Reviews and Ratings


Attribute Ratings


(1-25 of 37)
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Mary Ramirez | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
We use SAP conversational AI to set up multifunctional bots to work on the repetitive tasks in the firm. We largely use the bots, and chatbots to be specific on our websites to improve how we engage with our customers. SAP bots have actually made work easier by taking over the time-consuming, low-value tasks. It has stretched our engagements with our audiences through integration with Facebook and Instagram.
  • It performs relatively well in natural language processing.
  • Permits analyzing the text inputs at anytime.
  • The chatbots are highly customizable- we uploaded the one with a mask during the covid-19 pandemic which went a long way in making our websites fun.
  • More improvements should be made on reporting, maybe upgrade from the cluster of tables and figures.
It would be most suitable to help you attain swift conversation flows as you engage with your audiences. The bots are also of indispensable value in handling repetitive tasks around the firm such as automated HR resourcing expeditions or marketing campaigns or any other important but monotonous tasks. I however admit that analyzing the bot's performance is quite complex, have an RPA specialist around.
Dr. ROOPESH RAO | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
SAP Conversational AI has given an edge to our organization's inquiry process. We are able to chat with the potential clients and solve their queries. We are solving live problems and issues by getting real time data and engaging with the customer real time. Customer engagement, feedback mechanism etc has been strengthened with the help of SAP Conversational AI. Artificial intelligence has changed the way business interactions are happening.
  • chatbox
  • feedback link
  • marketing
  • application forms
  • dialogue box
  • Help tab must be more user friendly
  • GUI can be improved
  • User experience can be enhanced
SAP Conversational AI is well suited for all the activities related to customer. It directly interact with the customer and gets direct responses quickly. The interaction gives a human touch and appeal as it becomes a conversation starter. The customer is glued to the chat bots and chat bot is easily able solve the queries related customer.
Ashley Lanzoni | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
It is an accessible and very flexible software. Thanks to its integrations we can use it with different solutions to build different multilingual Chatbots for our instant messaging tools very quickly and without problems.
  • Seamless and intuitive UI/UX.
  • Provides native NLP support for different languages.
  • Ability to activate by voice
  • Multilingual.
  • It is a very intuitive platform, but prior knowledge is needed to build a chatbot.
SAP Conversational AI is a powerful platform, with NLP capabilities available in many languages. It can be used for text-based chatbots. It is not limited to any particular industry or use case as it can be used by companies from different industries depending on their needs.
Steven Gomez | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
SAP Conversational AI is software that I have used to manage my team's finances due to the high cost of material being purchased. The application of SAP has greatly helped my team and me manage all costs. SAP has helped my department with monthly spending in material spending from sources that range from external suppliers outside the US and internal suppliers inside the US. SAP is fundamental for ERP cost management.
  • SAP has helped me manage my teams cost in material management.
  • SAP Conversational AI has provided with the goal of developing bot analytics to respond to common user face issues when reporting troubleshooting issues with software equipment as well as technical equipment.
  • Has helped deploy new bots to increase response time to employees who require assistance with ordering equipment software as well as application development in software ordering.
  • Please also SAP Conversational AI to be more user friendly with simpler applications.
  • Please also provide a faster load time due to the software taking time to respond to multiple requests thus slowing response times.
It is more suitable for areas of customer service experience; however, it is missing the human interaction. Human interaction along with more faster and suitable scenarios will help customers and employees meet their needs in an efficient and timely manner. To provide further information, it is crucial for SAP to input the needs of common issues within each industry and used analytical surveys to show a profile of common issues detected with requests.
Kunal Sonalkar | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
SAP Conversational AI is primarily used in chatbots to help customers navigate different products in an e-commerce setting. It's low on code so it can be easily integrated with current systems or legacy systems. It provides an end-to-end bot-building platform to companies that want to start exploring new AI use cases.
  • Chatbots.
  • Text Processing.
  • Bot training and Bot testing.
  • Natural language processing features.
  • Bot connector doesn't get integrated with multiple messaging channels.
  • Pricing can be made more competitive.
  • Demos can be made more intuitive for customers with no prior experience.
Since SAP Conversational AI is a low code platform for chatbots, it is very appropriate for large-scale natural language processing, deploying chatbot systems, and training AI models efficiently. It gives the functionality for bot building, bot connectivity, bot analytics, and much more. The areas which aren't appropriate are the classical machine learning areas like regression, classification, etc.
Score 8 out of 10
Vetted Review
Verified User
We are building proof of concepts in the context of ERP and CRM softwares. It is a great platform to easily build and showcase what chatbots are, how it helps customers building a new communication channel for their users, and simplify the user experience even for complex business processes. Being able to integrate Conversational AI with non-SAP products is also a winner.
  • Intuitive interface and very lean building process.
  • Non-SAP integrations and "open source" feeling.
  • Frequent updates and changes.
  • Active community.
  • Missing capabilities compared to other competitors.
  • Difficult to understand its positioning after SAP bought RecastAI.
  • Lack of concrete use cases when presented to the SAP community.
Great for common chatbot use cases, such as e-commerce or CRM-related activities. It is now completely integrated with SAP technologies since their acquisition, you have access to interesting use cases and templates from various industries to help you jumpstart your own workflows. For example, you can easily automate the process of gathering additional information for new employees. It works best when kept simple.
Score 8 out of 10
Vetted Review
Verified User
We are using SAP Conversational AI to develop intelligent personal assistant for B2B and B2C which serve to day to day business problems to reduce dependency on live agents etc. SAP Conversational AI is a very effective and efficient platform to build chatbot as it includes very less coding to achieve simple logical solution to a problem as compared to other platforms. It has good exposure to various useful channels like Microsoft teams, Facebook etc. and has a prospect for fallback channel to live agent connectivity as well.
  • It’s rich library of message formatting and rendering and support to various languages.
  • It’s intelligent and capable of recognizing the sentiment level as well as its machine learning capability is amazing to capture the user intentions.
  • Building a bot does not need a lot of knowledge of coding and does not need a lot of coding. It’s very easy to develop and maintain.
  • Tutorial and API reference guide needs improvement so that developers can figure it solution easily. A lot of blogs have been started coming up however, the guide needs to have some examples.
  • Not enough mechanism or tutorial available for bot monitoring.
  • Limited fallback channel options for connected to live agent which does not making it open to other platforms where SAP interaction center.
Very good product by SAP to build AI Chatbots quickly and deploy on any platform. Unlike other platforms it does not need extensive knowledge of coding for building bots. It comes with very strong analytical capability because of it’s multilingual NLP technology. A complete end to end platform to build, train and monitor. I liked the part of monitoring which is an inevitable part of the platform for support and making bot futuristic.

Another plus point being SAP keeps bringing and adding new features for improving user as well as developer's experience on the bot platform.
Score 8 out of 10
Vetted Review
Verified User
It is used as a recommendation for implementing chatbot features in enterprise applications which makes the end-user experience hassle-free, without the need for accessing SAP applications independently and hence saves a lot of time. Leave management information and other HR information is available with easy queries without the need of navigating to different screens.
  • Ability to use natural language with a match of near specific or exact words.
  • Easy user interface.
  • Available actions on the go and apt suggestions for the next step.
  • More documentation on the usability features.
  • A richer user interface would attract users towards it.
  • The algorithm for understanding the words and language and small typos can be improved upon.
SAP Conversational AI is well suited for HR scenarios such as fetching your leave information on the go; applying leave and also approving if you are a manager. It is also suited for sales leads such as fetching your tasks on the go; what meetings you have and what are the key insights you need; basically information which you can access on the go without actually being on the system.
Bharath Srinivas | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We have submitted multiple POCs with clients for helpdesk and digital assistant bot scenarios. We are pushing chatbots so that they can get quick answers for their day to day issues rather than raising tickets.

Also have worked on a chatbot for the Warner Brothers studio tour. This will help them reduce the use of conventional customer care and enhance their business. Currently, they don't have 24/7 customer service and this will enable them to have one.
  • Quick build time
  • Easy integration with SAP channels
  • Not good integration with voice enabled devices like Alexa
  • Difficult to integrate with Teams and compatible messages types. Difficult to get user information when integrated. No control over user input. Not all Output message formats are supported by SAP CAI with non-SAP channels.
  • SAP Conversational AI is very good when it comes to integrating with SAP channels and chatbots can be quickly developed and deployed. But when it comes to using SAP Conversational AI on multiple non-SAP channels, it is a bit of drag.
  • The new FAQ bot creation makes it easier to build a bot for this scenario.
  • The API service consumption needs a good amount of coding. An in build development approach for that would save time.
  • It also has very few fallback channels and integration with other fall back channels is cumbersome.
Score 9 out of 10
Vetted Review
Verified User
At that time we found ourselves in the development of Chatbot for our clients through SAP CAI using the established communication channels. Additionally, we use the API to establish the connection via WhatsApp. It is currently used by the Evolution department. For business problems we are currently addressing a Support Center or global customer service.
  • The management of Natural Language through the use of entities and intents is excellent.
  • It allows you to apply good practices using the test of the expressions that are thought to be added in the intents, where it allows you to validate if the expression you are thinking of adding is being taken by two intents.
  • As an improvement, I think it would be interesting not to reset the memory when you make the request called from the webhook.
Looking from a global point of view and the ability to integrate through the use of Webhook, I think any scenario would be available or suitable for SAP Conversational AI: Service Support Center, for financial and credit entities, at the level of educational consultation, etc.
Score 8 out of 10
Vetted Review
Verified User
We use SAP Conversational AI to automate business processes and improve customer support with AI chatbots.
  • Bots in any language
  • Very easy to use
  • Fast time to market
  • Classification algorithm.
  • Custom enrichments to have a global view of all enrichments for a group of entity values.
  • Endpoint that manages gazettes.
SAP Conversational AI lets us redefine our customer and employee experience with AI chatbots creating powerful conversational interfaces.
December 01, 2019

Easy data integration

Score 7 out of 10
Vetted Review
Verified User
We use Conversational AI in our IT services department to encourage employees to use self-service for their common questions and activities. We are also looking to expand this into more departments and add some more functionalities in order to really enable our users to leverage the chatbot interface. Currently, we are adding some FAQs.
  • FAQs.
  • Getting data from our APIs.
  • Small talk.
  • Language support.
  • UI customization.
Through triggering several skills, the solution can target specific APIs and display data nicely and in a human-like form. Employees can check their payslips or use it to raise tickets with HR or other departments. By working with some experts in SAP Conversational AI, we were able to meet all our needs.
Score 7 out of 10
Vetted Review
Verified User
SAP Conversational AI is used currently for chatbot for deployment on our organization's website as a digital assistance for customer support and informational conversations to replace/complement the need for a human support staff.
  • SAP Conversational AI in addition to providing the chatbot features also integrates bot analytics without the need for much setup/deployment work.
  • It is possible to code SAP Conversational AI chatbot in multiple coding languages (Node.js, Python, PHP, iOS, etc.) that makes it easy both implement as well as integrate with existing IT stacks (eg. Analytics, AI, Databases).
  • SAP Conversational AI is easy to implement and get it running especially if you are already using SAP S/4HANA Cloud.
  • SAP can certainly provide better and more clear documentation on how to customize and deploy the chatbot/use SAP Conversational AI.
  • There is lot less developer community around SAP Conversational AI so it is hard to get help from outside developers and experts on best practices, hacks and existing applications/integrations.
  • It is hard to use SAP Conversational AI outside SAP S/4HANA Cloud, for example on AWS or GCP or in a multi cloud environment.
SAP Conversational AI is very well suited if you are already a SAP shop (i.e. your IT is based on SAP S/4HANA) and are looking for large scale chatbot functionality spanning multiple channels and integrations. It is less appropriate when the deployment is small and you are using a third-party cloud vendor (Google, AWS, Azure, etc.).
Ahmed Khan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
For the following reasons, SAP Conversational AI is being used in our organization:
  1. Enables immediate responses to our Business Users’ SAP and support related questions in French and German during and outside of office hours anytime, anywhere through the Group Mutual Web site or HelpDesk system.
  2. Conveys a positive and modern image to our Users, many of which have successfully embraced the chatbot, as evidenced by a 75% first-time resolution rate.
  • Natural language processing.
  • Integration with social networks and legacy systems.
  • User-friendly.
  • Predefined templates/BOTs.
  • Minimum or no code; can be configured by any business user.
  • Task scheduler.
It's good for tedious or recurring tasks done by the BOT.
Timo Denk | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
We use SAP Conversational AI for testing purposes internally. As the holder of the company I experiment with the latest technologies before customers request them. Once customer inquiries reach us, we would then already have some experience and prior knowledge in the field to consult properly. It therefore does not solve any business problems as of now but is used rather for experimentation purposes. Also, we build demo products with new technologies to show them off on YouTube and a chatbot might be a future project of this kind.
  • Great user interface
  • Quick sign-up to first chat bot time
  • Well working machine learning algorithms that understand conversations well
  • Add more predefined skills
  • Explain better on the web page where the limitations of the current technology are, e.g. is it working with negations, say "The movie was great and everything was great is not what I think".
It is well suited for a chat bot that is integrated with users to handle user requests that come in in large numbers. In such cases costs can be saved and staff can be replaced. It is less well suited for highly variable requests that come in in small numbers. If customers describe their problem in great detail the bot has problems understanding the specifics (which makes sense, because the rule-based extraction logic cannot comprehend it).
Vivek Prabhu | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Currently I am building a chat bot which connects to SAP and gives PO and SO details to users through SAP Conversational AI.
  • Ease Of Use
  • Deployment on Range of Applications - Facebook, Slack, etc
  • Integration with Alexa
  • Ease of connection to SAP Backend
  • Ease of Deployment on Google Hangouts
Well suited to fetch Object details / Status of Objects / Count of Objects. Not suitable for fetching huge amount of information at one go.
Score 10 out of 10
Vetted Review
Verified User
SAP Conversational AI (CAI) is an excellent tool for the design of bots that handle processes through workflows and even better that they use natural language processing NPL. In our company we use it to develop and implement the bot for our help desk. And some bots for other customers. We use its excellent integration with Telegram, Facebook Messenger and even WhatsApp. It allowed us that in both platforms the iteration was identical since they all used SAP CAI as a base.
  • Integration with other communication platforms like Telegram, FaceBook Messenger, Amazon Alexa
  • Easy to develop intelligent bots
  • Excellent performance
  • Integration with control version software like Git and GitHub
  • Quality revision with integration with SonarQ, for example
  • Some additional plugins to extend features
It's great to create NPL bots and test them.
Is hard to implement single bots like a workflow process.
Vighnesh Kamath | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Used for Ease of Approval Processes for Data Governance. Used by the specific department that does usability analysis. SAP CAI makes it easier to use the interface on the go.
  • Ease of use
  • Fewer clicks & navigation
  • Performance wise, the product is quite good
  • Does not provide out of box support for attachment upload or screenshot processing to the bot
  • The CAI Chatbot endpoint doesn't connect directly to our business logic and needs expensive implementation changes
  • Authentication process is not available within CAI, it relies on other third party provider
CAI is good for handling transnational data which doesnt need extensive analysis. Processes that are to be completed on the fly. If for a particular process we need more than 8 steps, then we tend to lose the context of the conversation.
Score 10 out of 10
Vetted Review
We are currently using SAP Conversational AI within our R&D department. We currently use it to solve customer use cases and make pre-sales demos for potential new customer cases. We try to solve use cases that demand high repetitive actions. As of right now SAP Conversational AI is getting more popular within our organizations resulting in a broader (private) usage by our employees. Especially after an internal hands-on session we organized for some knowledge transfer within the company this phenomenon has surged.
  • Drag-and-drop user interface making it accessible for technical as well as non-technical users.
  • Free tier to develop different chatbots without cost -> easily able to start a proof of concept.
  • Integratable with lots of different channels.
  • Different opensource (GitHub) projects making it easy to customize the Conversational AI client or self-host the connector.
  • Great API + documentation making it a breeze for developers to integrate chatbots in different architectures.
  • Better copy-paste functionality in order to copy certain intents between bots without having to make them public.
  • Possibility to export data of intents and entities to CSV.
  • Better version control -> see differences between the versions easily.
Seeing all the different possible tools to create a chatbot currently available, SAP Conversational AI has one of the simplest user interfaces and is one of the most well-documented resources. It is easy and free to start hacking on a new idea. Having the possibility to integrate it on the many out-of-the-box channels makes it also immediately usable for different use cases.
Score 10 out of 10
Vetted Review
Verified User
We are evaluating this technology for recommending it to our customers and possibly integrating it into our stack. The first impression is very good. It seems to do quite well what we need it to do.
  • Ready-made.
  • Reputation from SAP behind the product.
  • Good APIs.
  • A beginner needs a bit of training.
  • It is a free product so I hesitate a bit. I'd feel more comfortable if it costs a bit.
I like that it is well integrated into services like Amazon Alexa, Slack, Facebook Messenger and others. Plus: the APIs are robust and well documented. It is a hassle-free product that gives you results really fast. It is also good that you can have multiple bots that allow you to demo the product in front of various (potential) customers.
November 14, 2019

Nice but only for English

Score 7 out of 10
Vetted Review
Verified User
We used it to prepare a POC for a contest. We needed to let a user insert a warning notice by just using his voice.
  • Guide new users in onboarding process.
  • Let user talk freely without reading from a screen or pressing in it.
  • Gaining general information from user before engaging a real employee.
  • Other languages besides English.
  • Let organize workflows drive the conversation.
  • More standard domains.
It is really useful when used in English but I really found it difficult to use for instance in Italian. It's really important to have support for more languages because it's important to keep the use of chatbot simple.
Score 8 out of 10
Vetted Review
Verified User
SAP CAI is being used on our main product diffusion channel. It is used by all our clients and inside our product management and sales department. For our clients, we use SAP CAI in order to assess their soft-skills and to help them to improve these skills. Our product management and sales department use SAP CAI in order to update the product, register new clients and manage the database.
  • User interface. SAP CAI has the best approach to help non-technical people to understand and design chatbots efficiently
  • Documentation and community. You always find responses to your questions
  • French NLP efficiency
  • Documentation update. Some of the very nice tutorials and docs seem outdated or not SAP-branded, which can be confusing
  • Fallback channels. The intercom fallback channel has an important lack of speed, and the SAP fallback channel seems complicated to implement in a product development sprint
SAP CAI is well suited when you want a bot well trained in French and that can be quickly connected to Messenger/Slack/Teams. SAP CAI is also well suited if your bot is design by non-developers

SAP CAI is not so well suited when working on very complex bots with a lot of API calls and memory use. It can be troublesome to obtain the exact behavior that you want to offer to your users.
Soumalya Nath | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
I am currently implementing it at an infrastructure company. I find the connection with SAP S/4HANA On-Premise systems is not very efficient yet. Moreover since I am implementing in Dutch, I found the entity recognition algorithm of Conversational AI shows some anomalies.
  • SAP Conversational AI is the chatbot platform for SAP product environment. It has very easy integration features with the whole SAP landscape.
  • There will soon be a lot of out-of-the-box skills available for different SAP products like SuccessFactors, etc.
  • SAP Conversational AI prototyping is free. Hence it is extremely easy to create a POC for a client.
  • Conversational AI supports internationalization very efficiently. The only problem is that there isn’t any direct tool in the Conversational AI platform which will translate intents from English to other locales.
  • With the latest release, Conversational AI bot connectors have matured a lot, hence the implementation effort for Conversational AI in an SAP landscape has been reduced drastically.
  • The Conversational AI bot building platform is very simple to use, and intuitive, hence it isn't an issue for a beginner to start working with it. For simple skills you also don’t need to code.
  • There is no option to export all intents. This makes translation of skills very effort consuming.
  • There are no data masking features in Conversational AI. Hence some clients feel uncomfortable when their data is being sent to the cloud. But Conversational AI is GDPR compliant.
  • It is tricky to implement a Conversational AI bot in a non-SAP environment. Though it is possible.
SAP Conversational AI is best suited if you need a virtual assistant across all your SAP landscapes in the organization. It is not the best solution if you are using any 3rd party or legacy systems.
Score 9 out of 10
Vetted Review
Verified User
We use it to implement a simple Chatbot for our own website. With the way the user interface works we could use it in other departments and other people could implement conversational flows. This way we don't need engineers to work the bot. With simple CSS manipulation we can make the bot look the way we want it to.
  • Simple User Interface
  • Simple Backend to work with and easy implementation of conversational flows
  • Fast response time
  • The overall uptime of the servers
  • The options to customize the UI
Well suited for easy conversational flows without the hassle to manage coding with an expert. Small to medium sized conversations are good to implement. I don't think that deeper conversations would be a problem, but it is initially very time consuming to implement a conversational flow over the backend with drag and drop.
October 17, 2019

SAP CAI is amazing!

Score 10 out of 10
Vetted Review
Verified User
This was used in a pilot run for a support project to make data easily available to customers without waiting for a support team to reply back. With the help of SAP CAI, we were able to get the table level data onto the customer ticketing tool which reduced the information time, reduced new ticket creation, and reduced man hours.
  • Multiple language support.
  • Short implementation time.
  • API based, so easily integrated with other tools like Skype for Business and social.
  • Better knowledge centers/forums to train SAP consultants on this technology. No good best practices found on SAP training hub nor on SAP provider (SAP SCN/ FAQ etc). Would like something like SAP best practices for core modules. We find documentation is missing.
Well suited where users request a lot of information ( like PO status, customer status/information, table level information). SAP CAI reduced the wait time for users to create a new ticket in our ticketing tool and the wait for a reply from offshore support (who were in different time zone and had to keep on checking on ticket status). With SAP CAI, information is received without human interaction in real-time. It also works on mobile (thanks to API integrations which connects on all social media pages).
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